Salesforce Service Cloud Gains Intelligence Through New AI-Powered Perceptions

Salesforce introduced Service Intelligence, a powerful new analytics app for Service Cloud that is designed to increase agent productivity, reduce costs, and improve customer satisfaction.

Service Intelligence, which is powered by Data Cloud, Salesforce’s real-time hyperscale data engine, provides users with direct access to all of their data within Service Cloud, eliminating the need to switch between screens for information. Inside Service Intelligence, pre-built, customizable dashboards provide a view of critical metrics such as customer satisfaction and individual and team workloads. Furthermore, service professionals can use Einstein Conversation Mining to analyze customer chat and email conversations to uncover insights, such as specific challenges customers face during service interactions, assess the likelihood of complaint escalation, and proactively address the issue with the customer.

What’s new in Service Intelligence

Pre-built service dashboards

Pre-built service dashboards allow managers and service agents to see key case metrics such as average time to close, total number of escalated cases, and customer satisfaction scores, as well as AI-powered insights through Einstein Conversation Mining. This allows them to enhance customer interactions. Service managers can, for instance, identify which teams require more assistance during especially busy periods by using a pre-built service dashboard.

Einstein Conversation Mining

Service leaders can promptly detect trends and priority customer issues by utilising AI-powered conversation analysis powered by Einstein Conversation Mining. Service managers can, for instance, ascertain whether a sizable portion of consumers are contacting them with inquiries about a product’s return guidelines. Next, when a customer contacts for assistance, they can train bots to identify this reason for contact and present a self-help article about returns.

Tableau integration

With just one click, Tableau integration enables users to move from a Service Intelligence dashboard to data exploration in Tableau while maintaining the data context from their service console. To share insights with their teams, users can also easily integrate Tableau visualizations into Service Intelligence.

New Features coming soon in Service Cloud

Copilot for Service

With Copilot for Service, users will be able to ask Einstein questions in Service Cloud using natural language regarding their metrics, trends, dashboards, and other aspects of Service Intelligence.

Einstein Studio

Einstein Studio will present AI-powered insights such as Propensity to Escalate—the likelihood that a customer will escalate a complaint—and predictions on the time it will take to resolve a customer case.

Customer Effort Score

Customer Effort Score will provide a holistic view of how difficult the customer’s service experience has been, as well as recommendations on how service professionals can tailor their interactions to improve customer satisfaction, such as giving an unhappy customer a discount.

Feature Availability

• Pre-built service dashboards, Einstein conversation mining, and Tableau integration are all generally available now.
• Einstein Copilot for Service is set to launch in the spring of 2024.
• Einstein Studio for Propensity to Escalate and Customer Effort Score are expected to be widely available in the spring of 2024.

Watch the latest innovations for Service Cloud announced from Dreamforce ‘23

References

Salesforce Service Cloud Gets Smarter with New AI

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